Client Support Analyst

Ripple•Toronto, ON

1d•Hybrid

About The Position

Ripple Treasury (formerly GTreasury) is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed with the latest technology, Ripple Treasury empowers organizations on their path to strategic treasury. It enables total access to cash, liquidity, payments, and financial risk management. We’re hiring a Client Support Analyst to join our growing global team. You’ll be the front line for clients using our treasury management platform—the person they rely on to solve problems, answer questions, and keep things moving. You’ll work closely with teams across the business to deliver fast, thoughtful solutions and make sure clients feel supported every step of the way. Along the way, you’ll get hands-on exposure to how leading global organizations manage treasury and financial risk.

Requirements

You’re curious and solutions-driven—you like figuring things out and moving fast in environments where priorities shift and no two days look the same
You break down complex technical issues into clear, actionable steps and communicate them in a way that actually makes sense to clients and teammates
You’re organized and can juggle multiple priorities without dropping the ball (or letting things stall)
You build trust quickly and know how to balance strong client advocacy with good judgment
You sweat the details, take ownership, and care about getting things right
You’ve worked in B2B technical support, ideally in a SaaS environment, and are comfortable navigating APIs, bank connectivity, and payment formats is a bonus
You’re a strong troubleshooter who can read logs, dig into issues, and work through complex systems without getting lost
You have working knowledge of SQL and reporting tools
You’re comfortable operating in ambiguity, especially when documentation is limited, and you don’t wait around to be told what to do
You’re proactive, always learning, and constantly looking for ways to improve how things work

Nice To Haves

experience with RSA, Symantec, or similar tools
Familiarity with treasury, banking, or accounting concepts is a big plus

Responsibilities

Be the front line for our clients and a trusted partner across the business—you’re who people count on when things matter most
Own issues end-to-end: troubleshoot, communicate clearly, and drive fast, high-quality resolutions that build trust and long-term relationships
Manage and prioritize incoming requests to hit SLAs without sacrificing quality (and know when to flex when things get busy)
Get hands-on with the systems behind the scenes—dig into payment formats, extracts, connectivity (inbound/outbound), and Alliance Lite 2 to diagnose and resolve issues
Work cross-functionally with Customer Success, Account Managers, Solutions, and Engineering to solve complex problems and keep clients moving forward
Escalate when needed with clear, well-documented context that helps Development move quickly
Spot patterns in client issues and turn them into actionable insights to improve our product, processes, and overall client experience
Continuously look for ways to make support faster, smarter, and more scalable as we grow
Provide reliable coverage beyond standard business hours—including weekends and holidays when needed—to ensure clients are consistently supported and critical issues are addressed without delay

Benefits

Competitive salary, bonuses, and equity
Competitive benefits that cover physical and mental healthcare, retirement, family forming, and family support
Employee giving match
Mobile phone stipend
R&R days so you can rest and recharge
Generous wellness reimbursement and weekly onsite & virtual programming
Generous vacation policy - work with your manager to take time off when you need it
Industry-leading parental leave policies
Family planning benefits
Catered lunches, fully-stocked kitchens with premium snacks/beverages, and plenty of fun events
Professional development budget to support other modes of learning